Technical Support Representative

On Spot Global Corporation; Angeles; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

Paid time off

Skill development opportunities

Job summary

A dynamic BPO company in Pampanga is seeking a Customer Service Technical Support Representative. The ideal candidate has over 3 years of experience in customer service, excellent communication skills, and a passion for solving technical issues. This full-time position offers competitive compensation, health insurance, and opportunities for professional growth.

Qualifications

• Minimum of 3 years of experience in customer service in BPO setting, with expertise in technical support or troubleshooting.
• Proficient in providing customer support via call and email channels.
• Strong working knowledge of customer service software and troubleshooting tools.
• Excellent verbal and written communication skills.

Responsibilities

• Provide expert troubleshooting assistance to customers experiencing technical issues.
• Handle customer inquiries and support requests with professionalism and empathy.
• Maintain up-to-date knowledge of the company’s products and services.
• Effectively identify and troubleshoot problems, providing timely solutions.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

Team collaboration

Education

Bachelor’s degree in Business Administration, Operations Management, Information Technology or related field

Tools

Customer service software

Troubleshooting tools

Job description

We are seeking a detail-oriented and motivated Customer Service Technical Support Representative to join our team. The ideal candidate will have a strong background in customer service, technical support, and troubleshooting, paired with excellent communication skills and a genuine passion for helping customers resolve technical issues efficiently. This role is vital in ensuring that customers receive timely, accurate, and high-quality support while enhancing their overall experience with our products and services.

Technical Support

• Provide expert troubleshooting assistance to customers experiencing technical issues with products and services.
• Guide customers through complex technical challenges, offering clear, step-by-step solutions.

Customer Interaction

• Handle customer inquiries and support requests via calls and emails with professionalism, empathy, and clarity.
• Ensure customer interactions are conducted in a courteous, efficient, and positive manner, reinforcing the company’s commitment to service excellence.

Product Knowledge

• Maintain up-to-date knowledge of the company’s products, services, and any corporate changes.
• Leverage product knowledge to offer precise, tailored solutions to customer problems, ensuring accurate and timely resolution.

Issue Resolution

• Effectively identify and troubleshoot problems, providing appropriate solutions in a timely manner.
• In cases of complex issues, elevate cases to the relevant team or department while ensuring customers are kept informed throughout the process.

Tools Proficiency

• Utilize customer service software and technical tools to log issues, track resolution progress, and maintain comprehensive records for future reference.
• Ensure all customer interactions are well-documented and aligned with service standards and internal procedures.

Team Collaboration

• Work collaboratively with team members to share knowledge, improve processes, and enhance overall team performance.
• Contribute to team goals, providing insights that help streamline workflows and improve customer satisfaction.

Knowledge Base Contribution

• Update and contribute to internal knowledge bases and FAQs, improving troubleshooting processes and providing a resource for both customers and internal teams.

Continuous Learning

• Stay informed about the latest troubleshooting techniques, industry best practices, and product updates to continually enhance service quality.
• Participate in training sessions to improve technical expertise and customer service skills.

Education

• Bachelor’s degree in Business Administration, Operations Management, Information Technology or a related field.
• Relevant certifications or specialized training in customer service, technical support, or troubleshooting will be considered an advantage.

Experience

• Minimum of 3 years of experience in customer service in BPO setting, with expertise in technical support or troubleshooting.
• Proficiency in providing customer support via call and email channels.
• Strong working knowledge of customer service software and troubleshooting tools.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to customers.
• A strong passion for troubleshooting and resolving customer issues efficiently.
• Experience in eCommerce and the bike industry is a plus, with the ability to quickly adapt to changes in processes, products, and customer needs. Demonstrate a strong team-player mindset, with a self-motivated and goal-driven attitude.
• Willingness to travel within 1 hour of Clark.

Why Join Us

People-Centric Culture

Thrive in an inclusive and supportive environment that values your contributions.

Growth Opportunities

Advance your career in a fast-growing organization with ample room for professional development.

Comprehensive Benefits

Enjoy competitive compensation, health insurance, paid time off, and more.

Skill Development

Gain access to training programs, certifications, and workshops to enhance your expertise.

Application Instructions

This is a full-time onsite position. If you’re a motivated, customer service driven professional, we want to hear from you! Submit your updated resume and a brief cover letter detailing your experience and why you’re the perfect fit for this role.